Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 506 total complaints in the last 3 years.
- 180 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Currently: I am unable to add new hires or process I-9s for employees who should be paid THIS FRIDAY for payroll DUE TODAY. I have sent an urgent email to our payroll specialist and her supervisor and have yet to get a reply. The cutoff for submitting this payroll is in a few hours and we are now beyond business hours. We were told this is because of an unpaid balance, but our payroll, invoice fees, taxes, and everything comes directly out of our account by EFT on a weekly basis. We have made 3 attempts today to reach out by phone, email, and chat and resolve this and have yet to receive any assistance.
Since enrolling with Paychex, have experienced a number of extremely disruptive issues. These include (just to name a few):
1) State Taxes not being paid. I was told this is because they needed our POA form, which they then confirmed had already been received months prior but someone misplaced.
2) Payroll specialist was completely unresponsive to emails from Nov 2021-Jan2022, and I got no response even when copying several more people. This resulted in unanswered questions and info no updated prior to year end tax filing, incorrect info filed on 1099s and corrections needed to be filed.
3) Our timeclock was completely turned off "by mistake". This resulted in employees' time off being untracked and completely incorrect, which required several hours of time to backtrack and correct.
4) Our GL was set up incorrectly, and we were told we could not classify things to QB Class Codes, which was inaccurate. This was fixed about a year in when someone more knowledgeable told us we in fact could and was not sure why we were misinformed at the time of set up.
5) Our payroll specialist must have changed at least 5 times within the first 6 months with Paychex.
Business Response
Date: 11/21/2022
Thank you for your inquiry regarding *** *********** * ******** ***. Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help resolve any disputes that may occur.
It is my understanding that *** *********** * ******** *** stated there were multiple service issues that have occurred through their
duration with Paychex, though a most urgent situation occurred in which their
account was placed on an accounts receivables hold, and they were unable to
make necessary adjustments to be included with their payroll submission. They explained
that they had reached out multiple times for assistance, but our staff was
unresponsive.
Attached is the resolution.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************* or 1-************ **** ********
Sincerely,
Tiffini H******
Client Services Manager – Dedicated Service Center
PaychexInitial Complaint
Date:11/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im filing a complaint because this company's customer service is one of the worst in history. No company or employee should have Paychex for their employees. I have been for more than a week.trying to log into my acct and I have literally sent emails even chatted even called and this company wont help. I ve never seen nothing like this before. Because of this company's hoorible service I have not been able toretrieve my paystubs nor been able to approve my working hours. Ive asked this comoany more than 100 times that the security questions are werent chosen by me. That I need them to reset them or something. And this company continues to send me links that direct me to the security questions that I cannot answer. How horrible, its like talking to robots they ask you the same questions they continue to ignore the issue and dont find a resolution to help me causing me distress and the worst money issues. I need to approve my working hours.Business Response
Date: 11/14/2022
Thank you for your inquiry regarding ******* ******* LLC.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help resolve any disputes that may occur.
It is my understanding that ******* ******* LLC stated an
employee is unable to access their user account and update crucial work
information.
Attached is the resolution. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************* or 1.*************Sincerely,
Bonnie ********
PEO Payroll Manager, PaychexOneInitial Complaint
Date:11/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After closing my small business officially 8/19/22, I ran into multiple issues with the payroll company Paychex I was using. After filing a complaint back in September after they severely mishandled my last outgoing payroll and would not return my calls, I was only contacted after my complaint. The issue was ‘sorted’ on their terms, although not to my satisfaction. I let it go simply to be rid of them.
I continued to be charged monthly for their other services which nobody informed me of at the time of my departure because I never was able to speak to my personal rep to guide me. After payroll closed my BBB complaint they offered no assistance and told me I had to call a separate number to HR to cancel those services without any apology. I did call the number as directed and explained my situation to which the HR rep said he would send me two contracts to close out all of the remaining services on my account. He sent me one. Upon waiting for a second Docusign, I received more charges from Paychex. I emailed the same HR rep (now mid Oct) to ask where the second Docusign was. It still did not arrive. I then called my accountant to get him involved, in hopes he would have more success. I finally received the document a couple of days after he spoke with someone on 10/27/22. Upon this conversation, he told me that he spoke with a director who assured him that my account was fully closed and that we would not have any further issues. I still have not seen any attempts from them of backdating and refunding all previous transactions they withdrew from 8/20/22 to present as promised.
In addition, this morning, on 11/11/22, I saw yet another withdrawal from my account from Paychex (the HR department) after I was told the matter was settled.
Paychex continues to be erratic while mishandling clients’ accounts. I have contracts terminating my account in August while they continue to unapologetically withdraw funds multiple times a month in November without right.Business Response
Date: 11/21/2022
November 21, 2022
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint Handler
Re: Miss Britts
Daycare Corp
Case: ********
Dear Lou Ann:
Thank you for your inquiry regarding **** ****** *******
Corp. Paychex takes complaints from our clients very seriously. We appreciate
the opportunity to help resolve any disputes that may occur.
It is my understanding that **** ****** ******* Corp stated that
Paychex continued to make collections from the company for a canceled policy.
Attached is the resolution.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *********************, *************
x*******
Sincerely,
Leslie S*******
Manager, P&C Renewal & Retention UnderwritingCustomer Answer
Date: 11/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Paychex, upon multiple dates, had withdrawn multiple transactions from my checking account from one of their departments. They finally addressed the matter recently, stating that this issue would now have to be dealt with another company, NYSIF. They then stated that I would be hearing from someone from that particular company shortly. I have yet to hear from anybody from that company. They also stated that they would determine whether or not I was “eligible“ to be refunded for this same money that was taken from my account (the funds that were taken past my policy cancellation date from Paychex themselves). Even after speaking with my bank, it was confirmed that NYSIF was not responsible for removing these funds from my bank account; all transactions came directly from Paychex as they refuse to take accountability for this error or correct it. Paychex is responsible for not closing my account properly and therefore is the party responsible for delivering those funds back into my account. It was their errors and mistakes and mishandling of my account which led to my policy being neglected for so long as the emails we have on file left either unanswered or met with unfulfilled clearly demonstrate. I was misled by one of their representatives (who was not my assigned representative due to an inability to reach her) back in August in regards to the steps I needed to take in fully closing my account and was assured there was nothing on my part left to do when I questioned what other actions I needed to take to end my policies. I was then promised 6 weeks later that there would be no more transactions pulled from my account along with a full refund of what was already pulled, only to find more unauthorized transactions pulled in Sept., Oct. and November combined. I was now informed just days ago (after they admitted they neglected to send my cancellation policy) that they cannot assure a refund by deflecting their errors onto another company.Paychex again has passed the buck without actually making good on correcting the problem they themselves have made. Because the funds have not been returned and the matter has not been addressed fully, the matter has not been resolved to my satisfaction in any way, nor do I feel secure that this will not occur again as these promises have been made in the past. The company responds only upon my filing a complaint and moves on, however the problems continued to persist. Until my actual bank account is closed, I fear I will always be checking to see further charges from Paychex. They have only recently responded by email without any real solution and from yet another representative by another name.
Regards,
******** *****Business Response
Date: 01/12/2023
Thank you for your inquiry regarding **** ****** *******
Corp. Paychex takes complaints from our
clients very seriously. We appreciate the opportunity to help resolve any
disputes that may occur.
It is my understanding that **** ****** ******* Corp stated that
they are looking for premiums to be refunded for workers compensation premiums
collected after the policy was canceled.
As of this date I have spoken to the client, the worker’s
compensation policy has been canceled as of 10/25/22.
Attached is the resolution.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *********************, *************
x*******
Sincerely,
Leslie S*******
Manager, P&C Renewal & Retention UnderwritingInitial Complaint
Date:11/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been contacting PayChex since August 2022 to close/terminate our small business 401K account. We have submitted numerous papers, diagrams, and signed all types of documents. We have even received an email from PayChex Inc. stating that they would close the 401K account in 10 business days from 10/13/22--this after we submitted paperwork on SEPTEMBER 28, 2022. However, they have not closed our account as of today 11/3/22.
It appears that PayChex has made it almost impossible for us to close the 401K account so that PayChex can continue to bill us for the monthly fees.
We would estimate that this process, which should have been simple, has taken at least 20 hours of our time (we are a small business) and is not resolved as of the writing of this email -- 11/3/22. We have had to re-submit paperwork time and time again, with new dates, even though we have confirmation of receipt from PayChex of said paperwork. It has been months of emails and phone calls to PayChex, including hour-long hold phone call times with customer service and back-and-forth on their online platforms.
We need this matter resolved and our 401K account closed. PayChex is very difficult and provides numerous customer service contacts, will not provide any help on the phone, and will not provide a direct contact to resolve the issue. As stated above, there continued to be billing on this account even though we have asked for termination of the account and even though we were provided with a termination email from PayChex -- that seems to not have been actioned by PayChex even though it was sent by PayChex. Of course, that email has a "do not reply" email attached to it so we cannot contact the person attached to the email.
Please help us resolve this issue. PayChex has horrible business practices--their payroll services were equally terrible with no customer service, wrong taxes taken, and constant fee/invoices that we could not resolve and took ADP to help us with that.Business Response
Date: 11/11/2022
Thank you for your inquiry regarding *** *** **** ******
LLC. Paychex takes complaints from our clients very seriously. We appreciate
the opportunity to help resolve any disputes that may occur.
It is my understanding that *** *** **** ****** LLC stated
that they had intended to discontinue the 401k product through Paychex, and
effectively started to use another record keeper for this service. The service
was supposed to be terminated and therefore client requested their rollover to
a separate IRA in December 2021. The client then realized that the 401k
deductions were still being pulled from the payroll journals and wages until
the end of April 2022. The client was looking for a refund for the billing
amounts that were charged after the termination intent was submitted without
implementation. Implementation failed to process due to discrepancies in the
authorizing signature not listed as the current plan administrator.
Attached is the resolution.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *******************.Sincerely,
Sariah G****
Client Relations SpecialistInitial Complaint
Date:10/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My employers company **** LLC discontinued service and requested transfer of 401k to another company. I started using 401k from September 2021,The service was discontinued on Dec 2021 so I rolled over the amount saved in 401k from sept to Dec to ROTH IRA and from end of Dec paycheck I noticed money was getting deducted for 401k until April end. My employer contacted paychecx but no resolution. My money still lost and the paychex is not helping me out in anyway.Business Response
Date: 11/04/2022
Thank you for your inquiry regarding ******* ***** * ******** ****** LLC. Paychex takes complaints from our clients very seriously.
We appreciate the opportunity to help resolve any disputes that may occur.
It is my understanding that ******* ***** * ******** ****** LLC, Employee Matthew Varghese stated the company discontinued service
with Paychex 401k retirement services and transferred to a new record keeper.
Interim this 401k transfer transition with the new company provided payroll
services and recorded 401k contributions but did not draft the funds. The 401k transfer
was effective 4/27/2022.
Attached is the resolution.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *******************
Sincerely,
Sariah G****
Client Relations Service PartnerInitial Complaint
Date:10/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, my name is Joe,
For the past year, I have been arguing with Paychex. I closed my company 10/31/2020 during Covid. I contacted Paychex and informed them that the company is closed. Every month they continue to charge me for workers comp and NYS Disability and every month I called and got nowhere!
In November 2021, they canceled my NYS Workers Comp as I had to involve the NYS workers comp Board. But they still were charging my account a monthly fee. I called Paychex many more times and it's the same response "oh I see, what happened was you never signed off on discontinuing payroll".
Out of the Blue, they just sent me a payroll journal with a zero payroll issued. Now the problem with this is that my company has been closed since 10/31/2020 (due to Covid) as mentioned above and Paychex wants money, they sent me a bill.Business Response
Date: 10/28/2022
Thank you for your inquiry regarding *** **** Inc. Paychex
takes complaints from our clients very seriously. We appreciate the opportunity
to help resolve any disputes that may occur.
It is my understanding that *** **** Inc stated they
indicated to Paychex that their account should be closed, effective 10/31/2020.
The account was not closed properly which caused issues with Workers
Compensation & Disability. *** **** Inc canceled Workers Compensation in
November of 2021 but needed to engage the assistance of the NYS Workers
Compensation board.
Attached is the resolution.
We have made several attempts to contact the client since
receipt of this complaint. We ask that they please contact me at *********** extension ******* so we can attempt to resolve the matter.
Sincerely,
Michelle T***
Manager, Client Service
*****@paychex.comInitial Complaint
Date:10/24/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We used Paychex / *********** to process our payroll from April 2020 until April 2022. They incorrectly specified that several of our employees had to file taxes in NY, when it should have specified NJ. This caused our payroll taxes to be filed incorrectly. We paid Paychex thousands of dollars to correct this, and they told us that the money would be automatically refunded from the State of NY. After waiting now 2 years, the money has still not been refunded. Paychex made multiple blunders along the way, did not communicate effectively with us, and made many unkept promises. Our company had to spend countless hours trying to unravel all their errors, and even more trying to get answers from them.Business Response
Date: 10/26/2022
Dear Lou Ann: Thank you for your inquiry regarding ******* ******* *********** Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ******* ******* ********** stated
their payroll taxes were filed incorrectly by Paychex and were expecting money
would be refunded back to them from the state of New York. They also felt
Paychex made multiple mistakes and did not communicate effectively. Attached is the resolution. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *************************** Sincerely, Chris D*** Manager Customer CareCustomer Answer
Date: 10/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We've accepted a settlement agreement from the company. However, we request to keep this complaint open until the full payment specified in the settlement agreement is actually sent to us and cleared in our bank!
Regards,
*** ********Initial Complaint
Date:10/24/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a 401k with Paychex Flex, through a former employer who uses paychex flex services, and I have been trying to move the funds from the account since May of 2022. My ex-employer has tried to provide information and forms as required to Paychex, and finally provided the needed forms while on the phone with a Paychex employee (*****************) on September 15th 2022. We were told it would take about 10 business days to finally close the account, but I still cannot move/disperse the funds. In fact, Paychex reported today (October 24th, 2022) that the forms have not been completed after saying they were received in September. Paychex has made it exceedingly difficult-, if not impossible, for me to move money that I invested. While my ex-employer has not followed up as well as he could, he was asked to provide the wrong forms by another Paychex employee until he spoke to a different employee on September 15th. Basically, my money is being held captive and I am very frustrated. I currently have a vested balance 2728.78, and total balance of 3185.55, that I have not been able to move or disperse since May of 2022. I also cannot make any changes to the account, my ex-employer has to do that. It seriously feels as though Paychex Flex does not want me to move the money and is purposefully making it impossible to do so. I no longer trust this company.
Ex employer information is available upon request. Former employer: ********** *********** **** ******** ******** **Business Response
Date: 10/28/2022
Dear *** ***: Thank you for your inquiry regarding ***** *****. Paychex
takes complaints from our clients very seriously. We appreciate the opportunity
to help resolve any disputes that may occur. It is my understanding that former employee of ********** **********,
***** ***** stated that they were not able to request a 401(k) distribution
from the plan due to the plan not being terminated. Attached is the resolution. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************** ** ** ***** ** ***** ******** **** ********
Sincerely, Maddie C***** 401(k)/S125 Client Relations
Service PartnerCustomer Answer
Date: 11/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I sincerely appreciate the fast response and attentivness shown by Paychex to resolve the issue.
Regards,
***** *****Initial Complaint
Date:10/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Transaction: 2021-06-07
Amount of money paid to the business: $12,000
What the business committed to provide you:
Paychex was hired to complete and file Employee Retention Credit (aka "ERC") which is a fully refundable tax credit filed against employment taxes. They hired a third party (********) to complete this process. The contract states that they take a 15% percentage fee of the entire credits which were applied for.
Nature of the dispute:
Paychex hired a third party (******** to perform 2 specific tasks. 1) To gather information and complete the necessary documentation to apply for ERC credits (through an amended quarterly return) and 2) file those quarterly returns in a timely manner. They took the 15% fee up front, using our company credit card. We are still waiting on our credits, and have been diligently trying to work with Paychex to resolve this issue. After nearly a year, working with several "point people" (all of whom have moved on), "senior management" (who have ignored my requests), the third party (********) directly (who defers us back to Paychex). Paychex defers the matter to ********, and it just goes back and forth. After all this time, we have been paying interest on a fee, they should not have received as they did not complete their obligation. Not only have we not received our credits, but they made us personally file them ourselves (which was in part, what we were charged for).
Resolution: Paychex, or their 3rd party (********), have not resolved the issue, nor have they attempted to resolve this issue in any meaningful way.
Account / order / Tracking Number: 95-19093559 *** ***** ***** ***Business Response
Date: 10/28/2022
Thank you for your inquiry
regarding *** ***** ***** * ***** ******. Paychex takes complaints from our
clients very seriously. We appreciate the opportunity to help resolve any
disputes that may occur.It is my understanding that
*** ***** ***** *** stated they would like a 50% refund of the initial payment
they made to ********, in the amount of $6100 plus any accrued interest. They
also want a receipt of all outstanding Employee Retention Tax credits and
assistance with communicating with the IRS. This request is due to the
timeframe in which the IRS is taking to process the remaining Employee
Retention Tax credits.As of this date I have
spoken to the client, and advised the client of the resolution. Paychex and ******** have met all contractual agreements.Attached is the resolution.
The client is aware that ******** will be
working with them on the communication and timeline to get this matter resolved
further. If you have further questions, you can contact me at ************ **** ******* ** ******************
Jennifer G****
Client Service Manager
Paychex IncCustomer Answer
Date: 04/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Paychex is contractually responsible for completing what they were paid to do. Ms. G**** has contacted me directly and continues to push a selective version of events. Paychex was to complete and file 5 (five) 941-X quarterly tax returns with the sole purpose of qualifying my company for refunds in the form of tax credits. The 941-X is an *application* for tax credits, not a guarantee. Paychex went ahead and paid themselves in full anyway, in advance, by charging my credit card eighteen months ago for tax credits that have yet to arrive, with the assumption that they exist at all. While we have received a couple of these credits (now, over a year ago), there are more outstanding. Approximately $28,000 in tax credits remain outstanding. Over the past roughly two years, the IRS has provided several different narratives as to why the they (the IRS) has not processed these credits. Ms. G**** has decided to only focus on only one version. Other versions the IRS has stated include that the 941-X returns (the returns that Paychex was supposed to complete and file) were never received and had to be resent, and on multiple occasions. Another version the IRS said that there were issues with those same 941-X(s), but the specific quarters were different depending on who you talk to at the IRS.
I recently have, once again, provided Paychex with all the documentation they need to send to the IRS. All the same documentation they already have, including the 941-Xs they were responsible for creating in the first place. The fact of the matter remains that credits are still outstanding. Credits we hired Paychex to get for us. Credits that have yet to be seen. The matter is far from settled, and at this point it remains to be seen when, or if we'll receive these credits at all.
Regards,
***** ******
*** ***** *****Business Response
Date: 04/27/2023
Paychex has continued to review the *** ***** ***** ***’s (the
“Client”) concerns regarding the ERTC services it received from Paychex and an
unrelated entity, ********.The client is getting resolution through the help of a Paychex Manager. The details of the resolution are attached.
Though we believe the Client’s concerns about Paychex’ services
are misdirected, we will continue to try to help the Client resolve its concerns
to the extent we are able. Please contact me at jg****@paychex.com or ************ ext. ******* if you have any additional
questions or concerns.
Sincerely,
Jennifer G****
Client
Service ManagerInitial Complaint
Date:10/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company has an incorrect phone number for a business that has absolutely nothing to do with mine and keep repeatedly calling looking to collect a debt. Via email (9/28/2022) I as assured that I was removed from their list and have continued to receive calls. Yesterday (10/19/2022) I was again assured that we have been removed from their list and again received a call today (10/20/2022). I just want them to stop harassing our office for something that has absolutely nothing to do with us!Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint Handler
Re: ******** *******
Case: ********
Thank you for your inquiry regarding ******** *******.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help resolve any disputes that may occur.
It is my understanding that ******** ******* stated Paychex
has an incorrect phone number for a business that has nothing to do with
her. This number is being contacted to
collect a debt. As of this date I have ensured the incorrect phone number has been
removed from system.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************* ************.
Sincerely,
Teressa P******
Recovery Manager
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